Articles

Before focusing on specific strategic blueprints for maximizing social media, leaders need to assure they do not fall victim to the most fundamental of pitfalls; one which, in and of itself, can completely cripple the organization’s ability to ever succeed with social media. Read more

Sometimes little comments can make big waves. That was certainly true of a comment made during a brainstorming session at Customer Management IQ’s 7th Annual Call Centre Week Canada. Read more

For example, just because the agent didn’t say the customer’s name three times doesn’t mean it was a poor call. Similarly, even if he did, it doesn’t mean it was a good call. Read more

All too often, however, a firm’s customer experience and value proposition is compromised by channel partners whose objectives, value proposition and capabilities are strategically incongruent. Read more

Whether firms call these executives a chief customer officer (CCO) or give them some other label, they are driving change at organizations as diverse as CEMEX, Fidelity, General Motors, Maersk Line, and The Washington Post. Read more

Though utilities firms believe price still represents the greatest differentiator for customers, when it comes to developing their customer management strategies, the more prominent focus is on experiential factors like customer service. Read more

FCR and outsourcing are among the most over-discussed, "uncool" topics in customer management. But when it comes to customer satisfaction, they darn well still matter greatly! Read more

CMIQ contributor Ayad Mirjan's controversial comparison of the customer experiences at Pinkberry and Subway drew a mixed, heated reaction from our membership. At the end of the day, does his argument still stand? Read more

They are both successful in their own way, but when it comes to customer management, one of them gets it and the other doesn’t. Read more

If you care about customer relationships, you care about treating each call like a do-or-die situation for your team. Read more

When my friend relayed this story to me, I thought it was a perfect example of how to create a poor Customer Experience because your processes aren’t focused on making good Customers feel valued. Read more